Find out how AI is used to generate personalised follow-up questions when you submit a request online

When you contact your GP practice through their online request form, you may be asked a short set of additional questions after describing your health problem. These are called Smart Triage Questions.

These questions are generated automatically by AI based on what you have written. They are designed to help your GP or practice team gather the information they need to decide on the best next step for your care.

Smart Triage Questions is registered with the MHRA as a Class I medical device.

The full Instructions for Use and Product Label are available here.

Open the link provided by your GP practice (you can usually find it on their website).

You will see a page asking what you would like help with. Choose the option that best matches your needs. 👇

Note: You will only see Smart Triage Questions if you select ‘I have a health problem’.

If you need more urgent help, do not use the form; call your GP practice. If it's closed, visit NHS 111 online or call 111. In an emergency call 999
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You will be asked to confirm who the request is for and the patient's date of birth. This helps the practice match the request to the correct patient record.

Before continuing, the form asks you to confirm that your health problem is not a medical emergency. Read the list carefully. If any of the symptoms listed apply to you, call 999 immediately - do not use this form.

Describe your health problem.

Based on what you have described, the form may suggest other options for accessing care. These might include visiting a pharmacy, reading NHS online advice, or accessing other local services. 👇

You can expand the ‘Check when you need urgent help’ section to see specific guidance for your health concern. If none of the suggested options are suitable, select ‘Contact GP’ to continue with your request.

Next, you will be taken to a more detailed form. Fill in as much information as you can - the more detail you provide, the better placed your GP will be to help you.

Step 7: Answer your Smart Triage Questions

The form may show a page titled “Help us assess the problem more quickly”. This is where your Smart Triage Questions appear.

These questions are generated by AI specifically based on what you have written. For example, if you described an ear problem, you might be asked about discharge, hearing changes, dizziness, or swelling around the ear. 👇

The AI is designed to only ask for information you have not already provided - so the questions should feel relevant, not repetitive. You will see up to five questions.

Step 8: Enter the patient's details

You will then be asked for the patient's details. This information helps the practice match the request to the correct health record.

Step 9: Set your contact preferences

Choose how you would like the practice to get in touch - by text message, phone call, or email. Enter a valid UK phone number if you select text or call.

Verification helps the practice process your request more quickly. You can choose not to verify - the request will still be submitted.

Step 11: Request submitted

Once you have completed all steps, you will see a confirmation page showing that your request has been submitted. Make a note of your reference number - you may need this if you follow up with the practice.

When you complete the first part of your health problem form, your responses are securely sent to an AI model. The AI reads what you have written and generates a short set of follow-up questions relevant to your health concern. You will see up to five questions.

The AI analyses the information you provide in the form, including:

Based on this, it generates some further questions tailored to your medical request. It's designed to avoid asking for information that you have already provided.

The AI should not diagnose your condition, make clinical recommendations, or produce harmful content, but errors may occur. It does not replace the judgement of your GP or practice team. Its sole purpose is to identify additional information that would be helpful - your GP practice then reads your full request and decides how to respond.

Smart Triage Questions is registered as a Class I medical device with the MHRA and adheres to medical device regulations.

Accurx applies strict safety criteria to the AI used to generate Smart Triage Questions. Smart Triage Questions are generated by an AI model that has been rigorously evaluated against strict safety criteria, and independently assessed by UK-based GPs.

The feature is being rolled out gradually, starting with a pilot, and is being developed in line with medical device standards. Patient and clinician feedback is collected continuously to monitor quality and safety.

If you have a safety concern about the questions that have been generated please contact Accurx Support on support@accurx.com.

At the top of the Smart Triage Questions page, you will see: “Based on your answers, AI was used to identify other details that may help your GP. The practice will review your request as usual.”

This notice is there because we believe you should always know when AI has been involved in generating the content you see. You can select “How AI was used” on that page to read more.

Your privacy matters. Here is what you should know:

If you have any further questions or feedback, please get in touch with our support team using the message bubble in the bottom right-hand corner of this page 👉